Customer Service & Process Automation Specialist

NETS Group; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

NETS Group, based in Singapore, seeks a Customer Service Officer to assist customers via phone, chat, and email. You will resolve enquiries, log interactions, and support transformation and automation of workflows to improve service performance.

You will contribute to reporting, data analysis, and operational improvements while maintaining a positive customer experience across shifts between 9:00 a.m. and 9:00 p.m.

Qualifications

• Diploma qualification with 2 to 3 years of relevant contact centre or customer service experience.
• Excellent verbal and written communication skills; proficiency in local languages or dialects is an advantage.
• Strong problem-solving skills, with the ability to identify root causes and pursue effective solutions.
• Comfortable working with CRM systems, spreadsheets, reporting tools, and digital workflow solutions; experience with process automation tools is an advantage.
• Able to interpret operational data, identify trends, and prepare clear and accurate reports.
• Able to work independently and collaboratively as part of a team.
• Patient, empathetic, adaptable, and able to perform well under pressure.
• Able to perform shift work, including weekends, between 9:00 a.m. and 9:00 p.m.

Responsibilities

• Handle and resolve customer enquiries received through phone, chat, and email in an effective, accurate, and professional manner.
• Where first-contact resolution is not possible, coordinate closely with internal parties, provide timely follow-up, and ensure cases are closed promptly.
• Log all customer interactions, actions, and outcomes clearly and accurately in the CRM system.
• Demonstrate patience and empathy while managing challenging situations and maintaining a positive customer experience.
• Achieve individual and team service, quality, productivity, and customer satisfaction goals.
• Identify recurring customer enquiries, operational pain points, and manual activities that may be streamlined or automated.
• Participate in the transformation and automation of work processes and workflows to improve efficiency, accuracy, control, and customer experience.
• Support requirements gathering, process documentation, user acceptance testing, implementation, and post-implementation review for improvement initiatives.
• Provide practical feedback on proposed solutions and help ensure revised workflows are clear, usable, and aligned with frontline operational needs.
• Adopt approved digital tools and automated workflows and support colleagues during process changes.
• Prepare, generate, and maintain accurate and timely operational, service, and customer enquiry reports.
• Validate report data and highlight material exceptions, recurring issues, customer query trends, and improvement opportunities to the Team Lead or Manager.
• Support the development and enhancement of report templates, dashboards, and automated reporting workflows where applicable.
• Maintain appropriate documentation and data confidentiality when handling operational and customer information.
• Proactively escalation emerging query trends, service risks, system issues, or potential customer-impacting incidents to the Team Lead or Manager.
• Collaborate with team members and internal stakeholders to share knowledge, resolve issues, and improve service delivery.
• Perform other assigned duties and project work as required.

Skills

Excellent communication

CRM systems

Problem solving

Team collaboration

Shift work

Fast learner

Education

Diploma qualification

Tools

CRM software

Spreadsheets

Reporting tools

Digital workflow solutions

Job description

NETS Group, based in Singapore, seeks a Customer Service Officer to assist customers via phone, chat, and email. You will resolve enquiries, log interactions, and support transformation and automation of workflows to improve service performance.

You will contribute to reporting, data analysis, and operational improvements while maintaining a positive customer experience across shifts between 9:00 a.m. and 9:00 p.m.